Case ID CAS-19926990-B6K0M2

I can't believe what's happening to me right now, it's been over a month since I ordered my drone and everything has gone wrong.

On December 26th, I ordered a Mini 4K drone. Unfortunately, the drone arrived broken due to a faulty power system. The provided instructions for replacement service required me to return all equipment, including the packaging, battery, remote control, spare propellers, and everything else in the original box. I followed these instructions and returned the package promptly.

The replacement drone arrived on January 21st. However, the package only contained the drone itself, and I suspect it may be a refurbished unit. To my further dismay, I received another package the following day, which only contained the SD card that I had forgotten to remove from the original drone.

On January 22nd, I contacted DJI customer support to inquire about the missing components of my replacement order. I was informed that they would be shipped separately and that I would receive an email with tracking information shortly.

I waited two days without receiving any communication from DJI and called again on Saturday. I was then told that a special team needs to investigate the issue and that I would receive a response within 1-2 business days. Today is the fourth business day since my initial call and the second business day since my most recent call, and I have yet to receive any resolution or communication.

This prolonged delay and lack of communication are causing me significant concern. I am particularly worried about the following:

• Warranty Concerns: If the second drone is also defective, it will be beyond the 15-day replacement window, and the warranty may require me to utilize my DJI Care Refresh plan.
• Difficulty Obtaining a Refund: I am unable to return the product and receive a full refund because I do not have all the original components in my possession.
• 
  

I am beginning to feel that DJI has taken my money and is not providing adequate customer service or resolving the issues I am facing. I am unable to initiate a chargeback because I used a gift card and no longer have the card or the receipt.

Based on an internet search, my only recourse may be to file a complaint with the U.S. Department of Commerce and my state representives. I'm so sad right now, I never had customer service this bad.

Hi Johnny, we are sorry for the inconvenience caused. We have reported to our relevant team for further help. Once we get a reply, we will inform you as soon as possible. Thanks for your understanding and patience.

Is there anyway to start the process of getting my money back? I don't even want the drone anymore at this point. I ordered a new drone and was sent back a refurbished drone.

Update: I checked the box and it doesn't say it includes the remote, batteries, or anything else. The package also didn't come in plastic wrap, leading me to the conclusion that it's a refurbished unit. Case ID CAS-19926990-B6K0M2

I also contacted support again today and  upper level managment is supposed to call me back within 24hrs

Johnny Dangerous Posted at 1-28 11:12
Update: I checked the box and it doesn't say it includes the remote, batteries, or anything else. The package also didn't come in plastic wrap, leading me to the conclusion that it's a refurbished unit. Case ID CAS-19926990-B6K0M2

I also contacted support again today and  upper level managment is supposed to call me back within 24hrs

Hi there, we will report your requests to our relevant team for further help. And we will continue to follow up on this case. Thanks for your patience.

It's been almost 2 months and the case still isn't resolved and I now have 2 case numbers (CAS-20288456-B8D3C5/CAS-19926990-B6K0M2). I spoke with a supervisor about 3 weeks ago and she said they would approve a refund when I sent the drone back.

I mistakenly sent the drone back with a previous label from DJI, so it's not attached to the right tracking number. But the drone did arrive at the warehouse

At this point I would like just to receive my drone back, I dont care about the remote, batteries, or the refund because it'll never happen.

Please someone help

Johnny Dangerous Posted at 2-19 11:40
It's been almost 2 months and the case still isn't resolved and I now have 2 case numbers (CAS-20288456-B8D3C5/CAS-19926990-B6K0M2). I spoke with a supervisor about 3 weeks ago and she said they would approve a refund when I sent the drone back.

I mistakenly sent the drone back with a previous label from DJI, so it's not attached to the right tracking number. But the drone did arrive at the warehouse[view_image]

Hello Johnny Dangerous. We truly apologize for the inconvenience caused. Thank you for providing your case number. We want to inform you that we have forwarded your case to the relevant team for further review. We will keep you updated and provide you with more information as soon as possible. Thank you for your understanding and patience.

Update: I recently have gotten responses, shipping notifications, and emails about resolving my issue. I'll finally be ready to crash my drone like everyone else‼️
I will update so others who have this problem in the future know how my case was resolved

Johnny Dangerous Posted at 2-27 03:24
Update: I recently have gotten responses, shipping notifications, and emails about resolving my issue. I'll finally be ready to crash my drone like everyone else‼️
I will update so others who have this problem in the future know how my case was resolved

Hi Johnny. Thank you for keeping us updated on the progress. We truly appreciate your patience and cooperation. Please rest assured that we will continue to actively follow up on this matter and keep you informed of any developments.

Should you have any further questions or require additional assistance, feel free to reach out to us at any time.

Thank you once again for your understanding.